| Solution |
Before interacting:
- Follow the available rich information resources to deploy the recommended configurations and perform basic troubleshooting:
- A support contract is necessary for the FortiGate equipment Serial Number and any involved/interconnected Fortinet Fabric product equipment (FortiAP, FortiClient-EMS, FortiManager, FortiCloud, FortiSwitch, etc).
- Verify support contract for the Fortinet Product from Fortinet Support Portal -> Product List, (for detailed information(select product SN -> Entitlement).
- A separate ticket must be initiated for in-depth expertise with subject matter experts.
- In the event of only a FortiGate license/subscription, a partial and best-effort investigation can be conducted.
- Running a supported FortiOS version according to the Product Life Cycle for the FortiGate equipment.
- Whenever third-party products/services are interconnected (ISP, upstream/downstream Routers, upstream/downstream Firewalls, VM, VoIP Servers, Cloud Infrastructure, Server, Workstation, Endpoint), the investigation will be conducted from the FortiGate perspective.
- The network administrator should provide proof (debug, capture, analysis, reference Fortinet guide).
- Collaborate with TAC representatives to perform the necessary tests, and engage all parties involved to conduct a complete investigation not a one-sided investigation.
- Only one technical issue at a time can be handled through one ticket.
- Configuration conversion and migration between FortiGate models or other vendors require FortiConverter Service which is purchased separately (Contact Sales Team to benefit).
- Carefully review the FortiOS Release Notes for the FortiOS version planning to use before any update/upgrade evaluating the features in use and the changes in behavior, resolved/known Issues.
Engage with TAC:
- Create a technical ticket following the instructions under Fortinet Support Portal -> Guidelines and Policies -> Ticket Creation Guide.
- Ticket will be handled according to the purchased support level and SLAs as explained under Fortinet Support Portal -> Guidelines and Policies -> Guidelines and Policies -> FortiCompanion to Technical Support.
- Tickets are registered either as P4/P3 and the priority can be increased to P1/P2 by providing proof of relevant impact through phone to the toll-free numbers > Fortinet Contact Support Information.
- Explain the technical problem accurately including the following points (Mandatory):
- Problem description explaining how FortiGate is suspected to be impacting the issue.
- Historical data on the issue to understand if any recent changes or events could have impacted it.
- Network Diagram (image, pdf, Visio) of the impacted network segment where FortiGate is connected.
- Proof of faulty equipment if replacement (RMA) is requested check the Technical Tip: HQIP test or P-RMA support contract as explained under Fortinet Support Portal -> Guidelines and Policies -> FortiCompanion to RMA Services
- Files to Share to begin an investigation (Mandatory):
- Further technical assistance:
- The TAC representative can propose a remote session (through the GoToMeeting application link) only after a clear understanding of the issue and performing additional tests to move forward with the investigation.
- The engineer will advise changes to be performed that have a minor impact on production. It is recommended to evaluate and perform any major changes (Routing changes; SD-WAN migrations; Upgrades; HA Failover, etc.) under a maintenance window.
- TAC representative will pursue to reproduce (if applicable) the issue only if enough proof has been provided to suspect an unexpected behavior and build enough evidence and pursue R&D. These types of investigations are handled only through TAC
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